Meeting Customer Expectations of Always-Connected Diners

The digital age has completely changed the way consumers access, use and consume data. The shift has been happening for the last 15 years, but over the last two years, consumers’ habits have completed changed along with the way they engage and interact with brands.

To stay ahead of the competition and to evolve as a brand, you need to be listening and adapting your technology to meet the needs. How you do that as a brand is going to be important to your survival in this very competitive environment.

Let’s look at a few ways that you can meet the expectations of the always-connected diner and give your customers what they want:

Listen to your customers

This might seem like an easy one to do, but many brands get the transaction and never listen to what the customer might want or have to say. Make sure you’re using every interaction as a way to build brand loyalty and as a way to connect with your customers and get to really know them. Ask for their feedback, ask your customers questions, engage with them and then act on that feedback.

Know your audience

It is important to know who your audience is, how they engage with your brand, and what message resonates with them. Then consider what channel they prefer to interact on. The technology and the expectations are going to vary depending on the audience, make sure you’re paying attention to your consumer data reports to make the best business decisions.

Personalization & Content

Gen Z and Millennials are two groups in which a personalized experience is very important to them- in which ways can your business capitalize on this, and how can you create a more personalized experience? Other generations are wanting more personalization as well. This means using data to inform, promote, provide value, personalize, to up-sell/cross-sell, and communicate with your customers.

Use technology to meet their immediate needs

Technology is a key part of the expectations and how the customer is engaging with the brand. These options can be in-person, mobile apps, online ordering, or self-ordering kiosks. Customers can grow quickly frustrated when their immediate needs aren’t addressed, make sure you’re using technology to provide quick and easy to access information that might answer any questions your customers may have.

Customer experience and convenience

As brands move to support the changing customer expectations, the customer experience and convenience parts need to be the main focus with emerging technologies. A great example of this is to use tech to provide nutritional information on all your products that consumers can quickly access. Think about how you can make the experience not only more personalized to each individual customer but how can you make it more convenient? How can technology help you create the best customer experience possible?

Social component

Customers always have their phones in hand ready to capture their experiences. These experiences will be where they are at, what they are drinking, what they are eating, if their experience is good or bad, and who they are with. All of this ends up on social media. Is your technology enabling that social interaction and are you a part of the conversations that are happening?

EZ-Chow has solutions such as Online Ordering Solutions and Self-Ordering Kiosk Solutions that integrate into your existing POS systems. To learn how EZ-Chow can help you with these initiatives and more, get started by contacting us here.



Bernie Fussenegger
Bernie Fussenegger
Marketing,Branding & e-Commerce -Consultant
Click to learn more about Bernie Fussenegger

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